Download or read book The Customer First Programme written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2010-03-19 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 2009 the Student Loans Company took over the processing of loan and grant applications for new students from England which had previously been carried out by 130 local authorities. The Company's document scanning system was launched before being fully tested. Its failure was critical, and the Company's contingency plan was both flawed and implemented late. The Company took 33 per cent longer to process applications in 2009-10 compared with local authorities in 2008-09, and only 46 per cent of new applications had been fully processed by the start of term. By September 2009, 241,000 applications had been received but not fully processed. This led to a dramatic increase in the volume of calls, with the Company receiving over four million in September - 87 per cent of which were unanswered. The Company had failed to communicate key messages to applicants that would have helped to reduce unnecessary calls. The customer service provided by the Company in 2009 was poor. The NAO also raises concerns about the Company's performance in managing Disabled Students' Allowance. By the end of 2009, only 4,000 of 17,000 applications had resulted in a payment, taking an average of 20 weeks to be processed. The Department for Business, Innovation and Skills and the Student Loans Company underestimated the challenges in centralising this service. Neither the Department's monitoring of the Company nor the Company's Board's oversight were effective. Substantial risks remain to the successful delivery of the service in 2010.

Download or read book Customer first programme written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and published by The Stationery Office. This book was released on 2010-12-07 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Under the Customer First Programme, delivery of grants and loans to higher education students in England is being transferred from local authorities to the Student Loans Company (the Company), a non-departmental public body of the Department for Business, Innovation and Skills (the Department). In 2009 the Company began assessing applications from new students; by 2011 it will be responsible for applications from all students in England. Performance in processing applications and communicating with students in this first year was completely unacceptable. Many students waited weeks or months for their financial support. Fewer than half of all applications were fully processed by the start of term, and applications took on average a third longer to process than local authorities had achieved. The Company answered fewer than half the calls it received in 2009; in September 87% of calls went unanswered. Disabled students suffered disproportionately in 2009, as the Company devoted too few staff to processing their applications. The Company also demonstrated a number of IT failings in 2009: most importantly, it did not sufficiently test its crucial document scanning - the failure of which was the catalyst for the failure of the entire system. The Department underestimated the risks in centralising the service, the Programme Board lacked skills and experience, and there was poor communication between the Programme Board, the Company's Board, and the Department. There has been limited improvement in 2010 but uncertainties remain over the Company's ability to deliver and maintain a service that provides value for money.

Download or read book Customers First Dominate Your Market by Winning Them Over Where It Counts the Most written by Bolivar J. Bueno and published by McGraw Hill Professional. This book was released on 2012-04-13 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: “B.J. Bueno and his team at The Cult Branding Company respect and understand what so many strategists miss: before we can be experts on product, sales, or the market, we must fi rst be experts on human nature. They have a proven track record of building healthy, sustainable businesses for some of the best brands in the world—using the very process outlined in this book.” —BERT JACOBS, chief executive optimist, The Life is good Company “B.J. Bueno yet again deftly captures the essence of what is required to build and sustain a great brand. If you want to attract and retain highly profi table “brand lovers” rather than stalk new customers, then carefully read this book. B.J. wisely outlines why this is vital and importantly, how to actually do it in today’s marketplace! —DARRYL “DC” COBBIN, president, Brand Positioning Doctors, and former VP of Marketing, 20th Century Fox “Customers First tells the truth. I got a shiver up my back reading this book: What if my competitors read this and follow B.J.’s advice? I don’t care what size business you run, you could and should do exactly as this book instructs. As I was reading, I kept thinking of ways to get my customers to tell me how to be better.” —DAVID RATNER, owner, Dave’s Soda and Pet City MASTER THE SCIENCE OF MARKET DOMINATION... Brand Lovers are the best of your best customers. They power Harley-Davidson to the top of the enthusiast motorcycle market; they’re the core of Apple’s dominant position in portable devices; and they’re the reason why no other premium grocery chain can take a bite out of Whole Foods’ market share. Customers First, by top branding strategist B.J. Bueno, shows how your business will achieve this level of extreme customer loyalty through Brand Modeling, the objective and scientific analysis of your organization’s performance across a wide range of situations. An accurate Brand Model will arm you with hard data to pinpoint and engage your brand’s most passionate customers—and give you an action plan for inspiring and empowering these Brand Lovers to be your most effective evangelists. Much more than a summary of who you are and what you do, a Brand Model maps your business’s DNA to help you build an unbeatable competitive advantage. Through examples of real-world success stories—among them, IKEA, Nike, Coca-Cola, apparel upstart The Life is good Company, Starbucks, and Southwest Airlines—and a detailed sample case study that shows effective Brand Modeling practices in action, Customers First delivers strategic insights and proven techniques for you to: Differentiate your products in ways that are meaningful to your best customers Drive growth by creating brand extensions that are a natural fit with your existing products Significantly improve marketing ROI by avoiding customers not interested in your brand Visually and verbally communicate brand values that resonate with your best customers Brand Modeling evolves the current state of marketing to a new level of sophistication. In Customers First, B.J. Bueno shows how to use this critical tool to eliminate guesswork from your marketing efforts and focus more clearly on understanding (and pleasing) your most valuable ally in the battle for market dominance: The Brand Lover. B.J. BUENO is founder and managing partner of The Cult Branding Company, the premiere Brand Modeling and consumer insight research firm. He is a board member of the Retail Advertising and Marketing Association and a member of the Chief Marketing Officers board for international retailers.

Download or read book Employees First Customers Second written by Vineet Nayar and published by Harvard Business Press. This book was released on 2010 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.

Download or read book Head First Software Development written by Dan Pilone and published by "O'Reilly Media, Inc.". This book was released on 2008-12-26 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides information on successful software development, covering such topics as customer requirements, task estimates, principles of good design, dealing with source code, system testing, and handling bugs.

Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

Download or read book Customer Care Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2008 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers.

Download or read book Clients First written by Joseph Callaway and published by John Wiley & Sons. This book was released on 2012-09-18 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: How honesty, competency, and caring will make you rich Throw out the sales manual. Get off the motivation elevator. Clients First is a two word miracle that can change your life. This book outlines a powerful path to riches that authors Joseph and JoAnn Callaway used to sell a billion dollars in real estate in just ten years—a feat never before achieved. Here, they explain the three keys to putting your clients first that helped them create one of the most successful realty firms in the U.S. Each of the three keys is important and can stand on its own. However, the success you can achieve when following the Clients First program can only be reached when all three keys are used in coordination. Explains how honesty ensures a strong client relationship Details the ways in which competency pervades all aspects of a client's perception of you Shows how being a caring individual can win over a client on a personal level Unlock your potential by putting these to use in your life and your business.

Download or read book Excellence in Advertising written by Leslie Butterfield and published by Routledge. This book was released on 2009-11-03 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: While many books on advertising are written by people whose experience of the industry is either limited or else rather distant in time, Excellence in Advertising, has been created by a group of people who are directly involved in the business currently and are at the very top of their profession. The first edition of this book, published in 1997, proved to be a huge success both in the UK and internationally. This new edition is substantially updated and enlarged - with new authors added and new subjects covered. The cast list of authors, headed by Leslie Butterfield as editor and contributor, reads like a veritable Who's Who of advertising and marketing: John Bartle, Steve Henry, Professor Peter Doyle, Mike Sommers and now also Richard Hytner, Tim Broadbent, Tim Pile and others. Together their contributions present an authoritative view on what constitutes best practice in a wide range of key areas that are the context for the creation of effective advertising: Building successful brands Strategy development The analysis and interpretation of qualitative research Creative briefing Media strategy AND NEW IN THIS EDITION: Managing relationships Evaluating advertising Loyalty Shareholder value Total communication strategy Combining state-of-the-art thinking and practical advice, this book will be of value to those who use advertising to build brands, those who study advertising and its role and to those actively engaged in producing excellence in advertising on a daily basis. Leslie Butterfield is Chairman of Partners BDDH, the agency he founded in 1987. He is one of the UK advertising industry's most respected strategists, and a regular contributor to advertising conferences and publications. He was Chairman of the IPA's Training and Development Committee from 1989 to 1997 and is now a Council Member and Fellow of the IPA.

Download or read book Quality Costing written by Barrie G. Dale and published by Routledge. This book was released on 2017-07-05 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality costs help to show the importance of quality-related activities to management; they demonstrate the cost of non-quality to an organization; they track the causes and effects of the problem, enabling the working out of solutions using quality improvement teams, and then monitoring progress. As a technique in the introduction and development of TQM, quality costing is a powerful tool for enhancing a company’s effectiveness. Quality Costing provides pragmatic advice on how to set about introducing and developing a quality costing system and using the data that emerges. This third edition (strengthened by additional data from a range of organizations) provides sound practical guidance on how to define, identify, collect, measure, analyse, report and use quality costs. This established text has proved invaluable to managers and quality professionals, students and academics alike - the new edition ensures its continued position as the leading book in the field.

Download or read book Handbook of Marketing Research Methodologies for Hospitality and Tourism written by Ronald A. Nykiel and published by Routledge. This book was released on 2007-08-13 with total page 377 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the bridge between theory and applied research in the hospitality industry The success of marketing programs is dependent on the knowledge of the trends in the marketplace. Handbook of Marketing Research Methodologies for Hospitality and Tourism is a comprehensive guide that clearly explains analyzing markets, utilizing qualitative and quantitative research methodologies, applying findings to market, development, and marketing strategies for the hospitality industry. The text contains detailed outlines and case studies of several types of research, including feasibility studies, market assessment studies, and site selection studies. Numerous graphic examples and presentation techniques are provided to bridge between theory and applied research with ease. Handbook of Marketing Research Methodologies for Hospitality and Tourism clearly details, all in a single volume, the application of research methodology to the real world, as well as showing how to effectively communicate findings and recommendations. This resource provides dozens of case examples and close attention to clearly explaining all facets of market analysis. Part one discusses research and methodologies, including primary and secondary data and integrative research. Part two explores market analysis and assessment, including marketing assessment for development planning and assessing focal points and intuitive techniques. The third part helps the reader apply their learned research into strategies. The final section explains market analysis planning and communications, including preparing a research-based business review and the effective presentation of research findings. The text provides appendixes of essential data, and a helpful glossary of terms. Topics in Handbook of Marketing Research Methodologies for Hospitality and Tourism include: qualitative market analysis techniques and applications quantitative market research and analysis techniques and applications approaches to organized site selection studies, market studies, and project feasibility studies identification of the processes and sources for key market data for projects, markets, and sites presentation and communication techniques and strategies for market analysis and research findings the relationship of market analysis and research to marketing and development strategy selection and more! Handbook of Marketing Research Methodologies for Hospitality and Tourism is a perfect resource for upper-level undergraduate students and graduate students in hospitality colleges and schools; hotel and restaurant development and market research personnel in hospitality corporations; and market research firms serving the hospitality industry.

Download or read book Utilizing Information Technology Systems Across Disciplines Advancements in the Application of Computer Science written by Abu-Taieh, Evon M. O. and published by IGI Global. This book was released on 2009-03-31 with total page 362 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides original material concerned with all aspects of information resources management, managerial and organizational applications, as well as implications of information technology.

Download or read book Shared Services in Local Government written by Ray Tomkinson and published by Routledge. This book was released on 2017-03-02 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: Despite the pressure for local councils to follow the lead of the private sector and develop shared service and partnership arrangements, the barriers in terms of culture, differences in priorities across councils and lack of experience are formidable - yet this is the most likely source of meeting government targets for reduced overheads and improved organizational effectiveness. By using extensive case studies drawn from across local councils in England, Ray Tomkinson explains the implications of sharing service delivery, addresses concerns about loss of control and accountability, and demonstrates the potential advantages. He shows how to set up collaborative ventures, formal partnerships, shared service centres or special purpose vehicles, while pointing out possible pitfalls, thus enabling senior managers to follow all the necessary project steps to create an appropriate shared service. It seeks to examine the evidence of the cost, effectiveness and quality improvements achieved from sharings. This ground-breaking book has been written for everyone in local government; it explores the political and cultural barriers, and legislative/legal framework for joint workings, explains how to find an appropriate governance vehicle, and how to gain the commitment of partners. It deals with political and managerial concerns, risk aversion and parochial issues, and the possible impact on the reputation and performance of both sharers. Shared Services in Local Government is the only comprehensive study for the UK and it will ensure any public sector organization pursuing this route is able to approach the task of creating a shared service with a real understanding of the issues involved.

Download or read book Competing with the Best written by Commonwealth Secretariat and published by Commonwealth Secretariat. This book was released on 2005 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: Providing helpful tips and resources on how to find, train, manage, and retain good employees, this is part of a series of good practices handbooks, which the Caribbean Tourist Organisation showcases to highlight positive tourism management and development practices in the region.

Download or read book Silent Retail Killer written by Eddy W. Holleman and published by Dorrance Publishing. This book was released on 2022-12-21 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: Silent Retail Killer: 10 Survival Strategies for Bricks Grocers to Compete with Clicks Grocers By: Eddy W. Holleman CONFRONT THE CRISIS THREATENING BRICKS RETAILERS Traditional bricks grocers are falling victim to clicks. They're in doom-or-denial mode, ignoring the threat or not adapting rapidly enough. And in their wake, clicks are taking over as the fastest-growing faction of grocery sales. But at the intersection of the physical and virtual worlds, there is hope. Eddy W. Holleman combines the strengths of both clicks and bricks to forge a 10-strategy survival plan for bricks grocers who are looking to stay savvy and compete in today's changing retail atmosphere. Savvy Retailers Will: Learn the new service mantra Drive traffic and build loyalty Reverse old business wisdom Differentiate a brand Fulfill orders faster Move customers' emotions Compete with Amazon TAKE COMPETITIVE STEPS NOW TO STAY ALIVE.

Download or read book A FIELD BOOK OF PERFORMANCE MANAGEMENT written by Nirmalendu Mohapatra,S Ramesh Shankar and published by Notion Press. This book was released on 2024-04-22 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the relentless pursuit of business success, employee performance stands as a cornerstone of competitiveness. Yet, amidst this pursuit, a paradox looms large: Performance Management Systems (PMS) are universally loathed by executives, managers, and even HR professionals for variety of reasons. In this book authored by two HR Practitioners with background of working in public sector, private sector and MNCs, the paradox is unraveled and transformed. Delve into a new perspective that promises to revolutionize how you perceive and engage with the performance process. Targeted towards team leaders and front-line executives, this book offers a roadmap to not just navigate, but to thrive within the PMS landscape. Exploring the intricacies of PMS components – from Goal Setting to Feedback Mechanisms – discover how these elements catalyze human-centered processes towards coveted outcomes. As businesses grapple with an ever-evolving landscape, this book advocates for adapting PMS design while upholding universal principles. Structured with precision, each chapter unveils the essence of PMS components through underlying principles, objectives, key processes, illuminating case studies, and essential Dos and Don’ts. Moreover, gain invaluable insights into the pivotal role of HR professionals in orchestrating effective PMS transformations. Prepare to challenge convention, embrace change, and unlock the true potential of Performance Management Systems. Your journey to a reimagined performance paradigm starts here.

Download or read book Building a Sensory Program written by Pat Fahey and published by Brewers Publications. This book was released on 2021-04-12 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Human flavor perception is incredibly complex and impacts daily decision making in the brewery. No amount of elaborate equipment can replace the value of the human tasting experience and a sensory program can offer a powerful quality check on both your outgoing beer and beermaking process. Building a Sensory Program will discuss sensory systems, sources of bias, tasting techniques, required equipment, taster training, and panel maintenance. Learn about different testing methods, data use, and how to use sensory to respond to consumer complaints, set shelf life, adjust recipes, design new brands, and blend barrel-aged beer. There is much that a small brewery can do to improve the quality and consistency of their beer using resources already at their disposal. A thoughtful, well-designed sensory program is an essential component of brewery quality control, helping to ensure beer tastes the way it was designed, time after time. The commitment to high-quality standards set during development can help prevent flavor drift or even a costly recall. Building a Sensory Program will provide the reader with a bedrock for an intelligently designed brewery sensory program.